Open to opportunities

Ashley Santiago

@ashleysantiago

Message

Customer Service Representative who resolves complex issues fast and drives customer loyalty.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve complex issues, coach and lead teams, and use QA insights to improve customer experience—while partnering with stakeholders to drive loyalty and measurable performance.

I’m an experienced customer service representative with a verifiable track record of resolving complex issues quickly and winning customer loyalty. I handle complaints via phone, email, chat, and in person, and I troubleshoot website and log-in issues to keep customers moving forward.

I also bring leadership and quality expertise from managing a team of 5 CS reps, training, monitoring, and coaching agents, and overseeing project completion. In quality assurance roles, I assess customer interactions against client quality program guidelines, maintain contact notes, and provide recommendations to improve overall customer experience and performance.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

P & K Research

Jan 2012 - Present (14 years 4 months)

Managed a team of 5 customer service representatives, training and coaching agents while resolving complex complaints via phone, email, chat, and in-person interactions. Troubleshot website and login issues and supported online order fulfillment and project completion to maintain customer loyalty.

Customer Service Team Leadership Conflict Resolution Troubleshooting order fulfillment Call Center Operations Social Media Management Database Management Microsoft Office

Quality Monitoring Assessor

The Northridge Group

Jan 2024 - Jan 2025 (1 year)

Evaluated customer interactions against client quality program requirements across multiple customer contact channels using representative monthly samples. Provided balanced scoring and recommendations in a client-ready format to improve customer service and sales performance.

Customer Interaction Evaluation Call Channel Scoring Coaching Feedback

Quality Assurance Assessor

Davies Risk Services

Jan 2022 - Jan 2025 (3 years)

Served as a liaison between insureds and field representatives to set up audit appointments and communicate required records. Maintained detailed contact notes and performed quality monitoring by following established quality review processes.

Quality Assurance Liaison